Supervisor Customer Support

2 hours ago

Parramatta, Australia Ventia Pty Limited Full time

Competitive pay package, work with one of the market leaders
- Supportive, friendly, and diverse office environment
- Based in Parramatta, flexible shift hours

At Ventia, we work closely with tenant participation groups and programs to share information on initiatives, align our efforts and provide mutual support to benefit overall social housing outcomes. Our social housing call center has proven performance in delivering large-scale, high quality, efficient call management and response using industry leading technology.

**About the role**

Reporting to the Senior Manager, the Supervisor is responsible for the day-to-day operations of the team. This involves setting targets, ensuring customer calls are handled professionally, provide coaching and mentoring to the Customer Support Coordinators.

Supervisors are also responsible for the taking of overflow calls and escalations.
- Work closely with the team in motivating and coaching them to deliver contract outcomes and role objectives
- Ensure the team understands business requirements, contract SLA's, key performance metrics
- Ensure training and development plans are maintained for all team members
- Ensure policies and procedures are being understood at a team and individual level
- Monitor and take appropriate actions to ensure work orders are completed within contractual service level agreements
- Maintain and update various databases, spreadsheets, and documents
- Manage daily / weekly /monthly rosters via the workforce management system
- Handle and resolve complaints effectively and efficiently
- Take overflow and escalated calls as required
- Call queues are monitored throughout the day and adjustments are made as necessary to meet service levels
- Conduct call reviews per staff member and provide guidance and feedback where required

**The benefits**
- Flexible shift hours
- Supportive, friendly, and diverse office environment
- Comprehensive onboarding training program designed to set you up for success

**About You**
- Prior Experience in call center in a team lead or supervisory role
- Must be tech savvy, we use multiple systems and screens
- Excellent verbal & written communication skills, conflict resolution, attention to detail
- Resilience when dealing with challenging calls

The successful applicants will genuinely care about their customers and want to make a positive impact on other people’s lives within local communities. If your values align with this and you thrive being in a busy and diverse workplace, then we want to meet you

**About Ventia**

Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities.

We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.

**Diversity**

We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

**How to apply**

Position Reference Number:148854

**Job Segment**:Call Center Manager, Call Center Supervisor, Call Center, Manager, Customer Service, Management

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